50% Slack questions resolved using Unleash Slack Assistants
About Chili Piper
Chili Piper is a demand conversion platform that gets prospects in touch with sales as fast as possible — whether they’re coming from your webform, chatbot, cold outreach, or any other inbound channel.
The Challenge
As a fully remote company working across multiple time zones, Chili Piper’s employees can’t rely on face-to-face interactions to find answers or information. As a B2B company, they need to constantly support their sales, marketing, and customer success teams in achieving their KPIs, adding to the workload of their customer support team. This team handles both internal and external product-related questions. Before adopting Unleash, teams were reliant on the availability of the customer support team on Slack, with two options: manually search across various SaaS tools or wait for a Slack response.
The Search for a Better Solution
To reduce pressure on the support team and boost efficiency, Chili Piper’s management explored AI-powered solutions. While they initially used Guru to create wikis and share knowledge, their growing needs called for a more advanced platform.
Choosing Between Unleash and Guru
After conducting an in-depth comparison, Chili Piper’s management decided to migrate from Guru to Unleash. They transferred all existing wiki cards to Unleash’s platform while taking advantage of its superior AI capabilities. This decision was also in line with their goal to consolidate SaaS tools, opting for a single platform for both knowledge creation and distribution within the company.
“We chose Unleash because its AI capabilities were much more advanced than Guru’s.”
The Shift
With Unleash, the GTM team can get answers in seconds, significantly reducing response times for both existing and potential customers. By integrating Unleash’s Slack assistant, which pulls answers from the company’s knowledge hubs, Chili Piper maintains its existing workflows while using a single platform to handle all documentation-related queries.
“Unleash has been a game changer for our GTM teams. It now resolves 50% of the questions asked in our main Slack channel for product inquiries automatically.”
Supporting Chili Piper’s Growth
Chili Piper has transitioned to a new platform, a major shift that impacts both the company and its customers. As with any big change, there were numerous questions and knowledge gaps about using the new platform. Combining Unleash with Chili Piper’s thorough documentation and the efforts of their customer love team has proven to be an efficient strategy for rolling out this transition.
“Unleash is incredibly helpful not only for our support team but for the entire company as we switch from the legacy platform to the new one.”
Boosting GTM Team Performance
Chili Piper’s GTM team, serving a massive user base, regularly encounters technical questions. While they have strong documentation from the customer love team, stored knowledge alone doesn’t guarantee quick access. This is where Unleash delivers its value. With Unleash, finding information no longer requires hours of searching, as the platform allows teams to search across the company’s knowledge base efficiently.
“Unleash has been extremely helpful in retrieving information related to operations, processes, and technical issues that would otherwise take hours for our teams to track down.”
